---
title: Invoice case categories and subcategories
description: Invoice cases are organized into categories and subcategories to help agents and Accounts Payable specialists manage payment and processing issues.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/source-to-pay-operations/accounts-payable-operations/working-with-cases.html
release: australia
product: Accounts Payable Operations
classification: accounts-payable-operations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
keywords: [APO, Accounts Payable Operations, invoice management, Accounts Payable Workspace, AP case]
breadcrumb: [Use, Accounts Payable Operations, Finance and Supply Chain]
---

# Invoice case categories and subcategories

Invoice cases are organized into categories and subcategories to help agents and Accounts Payable specialists manage payment and processing issues.

The following table provides information about the invoice case categories and subcategories, when the cases are created, and which roles can access and work on these cases.

<table id="table_nsd_4my_lvb"><thead><tr><th>

Category

</th><th>

Subcategory

</th><th>

Role

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Inquiry

</td><td>

-   Payment inquiry
-   Invoice inquiry
-   Expedite payment request
-   Payment terms issue
-   Invoice entry assistance

</td><td>

Agent\[sn\_ap\_cm.agent\]

</td><td>

You can view the invoice inquiry cases in the Source-to-Pay Workspace.

 For more information, see [Invoice inquiry cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/work-with-inquiry-cases.md).

</td></tr><tr><td>

Invoice automation

</td><td>

Invoice processing

</td><td>

Accounts Payable Specialist\[sn\_ap\_apm.accounts\_payable\_specialist\]

</td><td>

You can view the manual invoice ingestion cases in the Source-to-Pay Workspace.

 For more information, see [Invoice processing cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/working-with-ingestion-cases.md).

</td></tr></tbody>
</table>To view the invoice cases, do the following:

1.  Navigate to **Accounts Payable Operations** &gt; **Accounts Payable Workspace**.
2.  Select the list icon \(\[Omitted image "cases-list-icon.png"\] Alt text: List icon\).
3.  Do one of the following:
    -   As an Accounts Payable Specialist:

        -   Navigate to **Lists** &gt; **My Work** &gt; **Open cases**
        -   Navigate to **Lists** &gt; **All Work** &gt; **Cases**.
        Open invoice cases under My work.

        \[Omitted image "all-work-invoice-cases.png"\] Alt text: Open invoice cases

        All invoice cases under All work.\[Omitted image "all-work-cases.png"\] Alt text: All invoice cases

    -   As an agent, you can view inquiry cases:
        -   Navigate to **Lists** &gt; **My Work** &gt; **Open cases**
        -   Navigate to **Lists** &gt; **All Work** &gt; **Cases**

            With Invoice Case Management, agents can manage and work on their assigned invoice cases, request more information from suppliers or employees, and create and assign tasks to users using the Accounts Payable workspace.

            \[Omitted image "ap-agents.png"\] Alt text: AP Agents view inquiry case


**Parent Topic:**[Accounts Payable Operations overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/use-acc-pay-mgmt.md)

**Related topics**  


[Create a knowledge base article for invoices]()

[Using Invoice Case Management]()

[Using Accounts Payable Invoice Processing]()

[Advanced Work Assignment in Accounts Payable Operations]()

[Configure Advanced Work Assignment for Accounts Payable Operations]()

[Using Advanced Work Assignment for Accounts Payable Operations]()

[Working with Advanced Work Assignment]()

[Interaction management in Accounts Payable Operations]()

[Composing emails with predefined content]()

[Universal Request in Accounts Payable Operations]()

[Playbook for updating the invoice primary data]()

[Using Supplier Collaboration Portal in APO]()

[AI worker case resolution confirmation]()